MINOR PROJECT REPORT

ON
ITC HOTEL - MAURYA SHERATON
An emerging product

UNDER THE GUIDANCE OF:

Dr. ANUPAMA SHARMA
Assistant professor
Dept. Of Business Administration

SUBMITTED BY:ANUP PAL

Enrollment No.04514905010
Course: BBA (T&TM) 3rd Sem

Session: 2010-2013

Maharaja Surajmal Institute

Affiliated to GGS Indraprastha University, Delhi
C-4 Janak Puri, New Delhi-110058

CERTIFICATE

This is to certify that the research project initiated to certify that ITC
HOTEL MAURYA SHERATON is the innovative effort of ANUP
PAL ROLL NO-04514905010 and it has been accomplished under
my guidance.

ANUP PAL
BBA(TTM) 3RD SEM
(04514905010)

DR.ANUPAMA SHARMA
(Assistant professor)
(Department of business
administration)

ACKNOWLEDGEMENT
A project can never become a success with efforts of only one individual. it requires a group of
people to complete a project at its best. It may be your friend, your teacher and your family
member.
The present work is an effort to throw some light on ITC HOTEL MAURYA SHERATON
(an emerging product ). The work would not have been possible to come to the present shape
without the able guidance, supervision and help to me by number of people.
With deep sense of gratitude I acknowledge the encouragement and guidance received by
DR.ANUPAMA SHARMA ASSISTANT PROFESSOR, DEPT. OF BUSINESS
ADMINISTRATION and other staff members.
I convey my heartfelt thanks to all those people who helped and supported me during the course,
for completion of my Project Report.

ANUP PAL
Enrollment No.04514905010
BBA(T&TM )3rd semister

CONTENTS

CHAPTER 1
INTRODUCTION
Objective of the study
Research methodology
Limitations of the study

CHAPTER 2
PROFILE
CHAPTER - 3
ANALYSIS AND INTERPRETATION OF DATA

CHAPTER 4
CONCLUSION AND SUGGESTION

PAGE NO.

CHAPTER-1

INTRODUCTION

ITC Maurya, New Delhi

ITC Maurya is named after the famous Mauryan dynasty which gave Indian history its golden
age where art, culture and architecture flourished. 440 rooms, including 29 uniquely-designed
suites, are available in a bouquet of room categories, from the Executive Club which pioneers a
tradition in corporate hospitality to the Towers eight luxurious floors of elegance and
tranquility. The Mauryan Chamber combines the best of opulence, space, and service standards
and the ITC one PURE rooms our premium room category offers an allergy friendly
environment with magnificent decor, impeccable service, and the latest in modern conveniences
and amenities. Behind the lavishness is a crisp efficiency and a deep understanding of the needs
of the global traveler.

A Capital Address
In the verdant, ridge fringed enclave of Chanakyapuri, the stateliness of ITC Maurya aptly
reflects the quiet dignity of it location. Situated in the diplomatic enclave of New Delhi, in close
proximity to the corridors of power in the capital city, ITC Maurya has long been the favoured
accommodation of heads of state, royalty and business leaders from across the world.
Inspired by the grand Mauryan dynasty, one of the worlds largest and most powerful kingdoms
at its zenith, this 5 star luxury hotel expresses the refined graciousness and majesty of this
mighty empire. It also reflects the many intriguing facets of the Mauryas and their Golden
Rule, from the enigma of the Buddhist King Ashoka who was considered, at once, the most
ferocious and the gentlest rulers of all time, the invincibility of Chandragupta and the
unfathomable cunning of his advisor Chanakya and the grandeur of the dynasty.

Refined Artistry
Replete with historical allusions that have sprung to life with the refreshing vitality of
contemporary interpretation by some of Indias finest artists, ITC Maurya boasts a priceless and
exquisite collection of art.
In fact even its architecture has been inspired by Buddhist stupas, while its dome shaped lobby
splashed with the stunning procession of life painting by Krishen Khanna, has been modeled
on the ancient Buddhist Chaitya cave temples in Karla, Maharashtra.

Culinary Excellence
A significant feature on the itineraries of gourmets across the world, ITC Mauryas restaurants
promise an uncommon experience of authentic Indian and international cuisine. Its award
winning globally acclaimed restaurants are integral to the care and attention ITC Maurya accords
to your indulgence when you stay here.

OBJECTIVES
76 ITC One rooms - Privileges include: In-room check-in, Complimentary Limousine
transfers, Complimentary club hour & high tea, Complimentary American breakfast, 24-hour
Butler service, Use of the exclusive Lounge facility with its own library, bar, restaurant,
tea/coffee service, Complimentary use of Meeting rooms.

107 Tower rooms. Privileges include : Complimentary airport transfers, Complimentary

American Breakfast, 24-hour butler service, Complimentary Club Hour, Use of the exclusive
Tower Club Lounge facility, Complimentary use of Office & the Meeting room at the Towers
Club.

109 Executive Club Rooms, Privileges include : Use of Executive Lounge facilities,
Complimentary Breakfast, Complimentary Club

FACILITIES
- 24-hour room service.
o

Doctor on call.

Exclusive lounge at the international airport.

Personalised vaults and mini-bars.

Lockers, safe deposit and 24-hour money changer.

Baby sitting service

Business centre with secretarial services

Shopping arcade, pastry shop, florist

Tarot card reader, astrologer

The Travel House Express, a luxury coach service from the hotel to Agra

24-hour laundry

Tour/travel desk

Barber shop & beauty salon

CCTV, CNN, Star TV, BBC, channel music

Internet Access

Golf on request

RESEARCH METHODOLOGY
ITC Hotels, India's premier chain of luxury hotels was launched on October 18, 1975, with the
opening of its first hotel - Chola Sheraton in Chennai. Since then the ITC Hotels brand has
become synonymous with Indian hospitality. With over 100 hotels in more than 90 destinations,
ITC Hotels has set new standards of excellence in the hotel industry in Accommodation,
Cuisine, Environment and Guest Safety.A leader in the premium hospitality segment, ITC
Hotels have had the privilege of hosting world leaders, Heads of State and discerning guests
from across the world and within.As one of India's most dynamic hospitality chains, ITC Hotels
has set standards for excellence in the hotel industry by pioneering the concept of branded
accommodation. The chain has developed three brands of accommodation ITC One', 'Towers'
and the 'Executive Club' to differentiate between the needs of various travelers and provide high
levels of service.
First to introduce branded cuisine, its restaurants Bukhara, Dakshin and DumPukht are
renowned for their delicious and authentic Indian cuisines from the different regions of India.
ITC Hotels also showcases international cuisine in its specialty restaurants West View and Pan
Asian.

ITC HOTELS - LUXURY COLLECTION

In 2007, ITC Hotels entered a new phase in its collaboration with Starwood Hotels & Resorts.
ITC Hotels now has an exclusive tie-up with Starwood in bringing its premium brand, the
'Luxury Collection', to India. These are super deluxe and premium hotels located at strategic
business and leisure locations. The seven hotels which are part of this collection are: ITC Maurya
in Delhi, ITC Maratha in Mumbai, ITC Sonar in Kolkata, ITC Grand Central in Mumbai, ITC
Windsor & ITC Gardenia in Bengaluru, ITC Kakatiya in Hyderabad and ITC Mughal in Agra.
WelcomHotels offer five-star hospitality for the discerning business and leisure traveller.
Currently there are three hotels under this brand namely, WelcomHotel Rama International
Aurangabad, WelcomHotel Vadodara and WelcomHotel Grand Bay Vishakhapatnam. Three
other WelcomHotel Sheratons - Sheraton Rajputana Hotel Jaipur,Sheraton Park Hotel and
Towers, Chennai and Sheraton New Delhi offer warm, comforting services to the global
traveller and a chance to connect.
Fortune Hotels operates mid-market to upscale properties in the first-class, full-service business
hotel segment all over India, in major metros, mini metros, state capitals and business towns,

promising business and leisure travelers a wide choice of destinations and accommodation.
Fortune Hotels currently has hotels operating in Ahmedabad, Chennai, Gurgaon, Indore, Jaipur,
Jammu, Jamshedpur, Kolkata, Ludhiana, Madurai, Navi Mumbai, Ooty, Port Blair, Pune,
Tirupati, Trivandrum, Vapi, Vijayawada, Vishakhapatnam, Hyderabad, Lavasa, Noida, Manipal,
Bengaluru, Mussoorie, Goa, Thane, Gandhinagar and Mysore while several more hotels are
expected to be commissioned soon in other key locations in India.
WelcomHeritage brings together a chain of palaces, forts, havelis and resorts that offer a unique
experience. WelcomHeritage endeavours to preserve ancient royal homes and the historical
Indian grandeur and opulence for the future Indian generations. WelcomHeritage provides a fine
range of hotel services inside these architectural legacies present in Rajasthan, Madhya Pradesh,
Uttarakhand, Himachal Pradesh, Jammu & Kashmir, West Bengal, Karnataka, Tamil Nadu,
Punjab, Haryana, Assam, Sikkim, Meghalaya, Arunachal Pradesh, Uttar Pradesh, Maharastra,
Kerala, Andhra Pradesh and Puducherry.
WelcomEnviron is ITC Hotels' vision for a green world. It's a multi-faceted programme started
in order to propagate environmental causes in the cities where ITC Hotels' hotels are located.
With the guiding principle of 'Reduce, Reuse and Recycle', each hotel has its own programme,
encompassing local participation, creating awareness among employees and internal
conservation.

ITC GREEN CENTRE

The ITC Green Centre in Gurgaon, the headquarters of ITC's Hotels Business is the physical
expression of this commitment to sustainability - Ecological, Social and Economic. This
building is one of the world's largest green buildings with space of over 170,000 square feet and
the first non-commercial complex in the country to be awarded the United States Green Building
Council-Leadership in Energy and Environmental Design's (USGBC-LEED) platinum rating the highest in the order.
At ITC Green Centre, energy consumption has been reduced significantly through design
integration. The building has been designed to maximize the effect of natural light during
daytime, largely eliminating the need for artificial ones. At the same time, the window glass,
while allowing light inside, does not allow heat. This not only keeps the office cool from inside
during the day, but also decreases the load on air-conditioners. Again, there is minimum exterior

lighting to limit night sky pollution. The water consumption has dropped by 40 per cent and,
with a water re-cycling plant, the building is now a zero water discharge building.

ITC HOTELS - EMPOWERING DIFFERENTLY-ABLED PEOPLE

ITC Hotels has established that if provided with an opportunity to work and become selfsufficient, people who are differently abled can significantly contribute to the workplace,
families and the community. ITC Hotels has taken a positive step in this direction by employing
people who are differently abled across its hotels. ITC Hotels believes that everyone should be
treated with sensitivity and empathy. The models it has created have been effective and have
succeeded in sensitising other employees to the needs of those differently-abled. Keeping in
mind their specific skills, over 100 differently abled have been employed in diverse functions
like housekeeping, teleworking, bakery and as musicians. Special badges for the visually
impaired, whistles for hearing impaired employees to use in an emergency and sign language
classes for the staff to communicate with them are just a few examples of how ITC Hotels has
created an atmosphere of sensitivity and caring.
ITC Hotels has also published a booklet aimed at sharing experiences with the rest of the
corporate world and laying down a step-by-step guide to demystify the perceived complexities
around employing persons with disabilities.
Please click on the following link to download the booklet:

ITC Hotels Disability Handbook for Industry

Awards

ITC Hotels' strategy of benchmarking against international standards has won its hotels
many laurels.

ITC Gardenia, Bengaluru is the first Indian Hotel and world's largest, to get the LEED
Platinum rating - the highest green building certification globally.

ITC Hotels was named the Best Premier Hotel Brand at the Galileo-Express
TravelWorld Awards 2008 & 2006. ITC WelcomHeritage won the Best Heritage
Hotel Brand award in 2006.

ITC Maurya, New Delhi received the award for 'Best Luxury Hotel' at the Star
Hospitality Awards 2007-08 and the NATIONAL TOURISM AWARD 2007 for 'Best
Eco-Friendly Hotel' from Ministry of Tourism.

Welcome Hotel Sheraton New Delhi won the Golden peacock Award 2008 for
Environment Management. It was also conferred the '6th Annual Greentech Safety
Award' in the Service Sector for the year 2006.

The NCPEDP-Shell Helen Keller Award 2008, 2007 and 2006 to ITC Hotels for the
vision, policies and practices demonstrating the belief in equal rights and gainful
employment for persons with disabilities.

The National Tourism Award 2007-08 to ITC Grand Central, Mumbai for the best
private public enterprise providing facilities for physically challenged guests at the hotel.

WelcomHotel, Delhi won the same under the category - Best Eco-Friendly Hotel in
2004-05.

The PATA Gold Award 2005 in the Corporate Environmental category for the
Welcome Environ initiatives of ITC Hotels.

ITC Sonar, Kolkata has been declared as one of the best hotels in the world by the
Association of British Travel Agents (ABTA) in the April 2004 issue of its magazine
'Business & Travel'. ABTA also rated Dublin amongst the top 20 bars and Bukhara
the best restaurant in Asia and the finest Indian restaurant in the world.

ITC Maurya, New Delhi is the only hotel in India, to have won the British Safety
Council's 'Sword of Honour' thrice.

ITC Maurya, New Delhi is also India's first hotel to be accorded the ISO 14001

certification for its Environment Management Systems. Eight more ITC Hotels
followed in quick succession: ITC Windsor, Bengaluru; ITC Kakatiya, Hyderabad; ITC
Mughal, Agra; Sheraton Rajputana, Jaipur; My Fortune, Chennai; ITC Hotel Park
Sheraton & Towers, Chennai, ITC Maratha, Mumbai and ITC Sonar, Kolkata.

ITC Maurya won the Golden Peacock Innovation Management Award in 2008. It is
the first hotel in India to be awarded the Golden Peacock Environment Management
Award for 2001 by the World Environment Foundation. It won this award again in 2004.

ITC Maurya has been awarded certificate for Excellence in Food Safety Standard from
Starwood Asia Pacific Hotels & Resorts in 2008.

ITC Maratha at Mumbai was declared to be the Best Luxury Hotel of the Year 2002, by
the Federation of Hotel and Restaurant Associations of India.

ITC Mughal at Agra was Asia's first winner of the Aga Khan Award for
Architecture.

ITC Mughal was conferred the Greentech Silver Award for safety and Environment
in 2008.

The prestigious 'Golden Fork Award', was also bestowed, by the International Food and
Wine Writers Guild, to Bukhara and Dum Pukht restaurants at ITC Maurya.

Bukhara at ITC Maurya in New Delhi has been declared the Best Indian Restaurant in
the world by 'The Restaurant Magazine', UK. It has also been voted the Best
Restaurant in Asia and is the only Indian restaurant to feature in the list of 50 Best
Restaurants in the World for five years since 2002.

ITC Maurya has won Awards for the Best Whisky Restaurant (DumPukht) and the Best
Whisky Bar (Golf Bar) in India. Icons of Whisky, the most prestigious Whisky Awards
in the World was launched in India for the first time at ITC Maurya in the year 2008.

Kaya Kalp - The Royal Spa at ITC Mughal Agra, launched in May 2008, has been rated
the 'World's Best City Spa', by Tatler. It is the only winner from India in 2008 and
finds a place, in the prestigious Tatler Spa Guide for 2008 - featuring 101 of the best spas
of the world.

ITC Maurya and ITC Mughal have both won the 'Green Hotelier Awards'.

ITC Maurya has also won the International Hotels & Restaurants Association (IH &
RA) environmental award twice.

ITC Grand central received the Federation of Hotel & Restaurant Association of India
'Environment Champion Hotel of the Year' in 2008. ITC Maurya won this award in
2002 and 1997 and ITC Mughal, Agra, in 2003.

Fortune Hotels won the Hospitality India Award for the year 2008 in the category of the
Best First Class Hotel Chain for the second time since 2006.

Bay Island at Port Blair, Andaman, was presented 'The Tourism For Tomorrow' award
by British Airways in 1993.

LIMITATIONS AND ASSUMPTIONS

Regulations on Occupational Safety & Health
Carsten Jerges
Most countries try to reinforce Occupational Health and Safety (OSH) by implementing laws,
which regulate the measures the companies have to take. So does India. Especially, the Factories
Act, 1948, the Mines Act, the Ports Act and the Construction Act refer to safety of employees
working in the respective sectors. For other employees, for example such as those employed in
shops or establishments, various state legislations are enacted, which provide for almost similar
matters as under the Factories Act.
In order to guarantee a sufficient level of OSH throughout the whole country, these Acts lay
down very specific minimum requirements regarding health and safety. This way, differences
between the single states in the administration of the Act can be minimised. Another intention of
these detailed provisions is to facilitate the work of the inspectors who have to examine the
conditions of work in the factories, which is said to require too much of expert knowledge of the
inspectors.
In this report I wish to examine the problems these regulations cause. It would show possible
alternatives to the regulation of OSH by the government. There are reasons for companies to
provide safe and healthy workplaces to their employees without compulsion, and there are also
examples of good practice.

Problems of Occupational Safety and Health Regulations

Despite comprehensive legislation, the number of accidents in India is very high. Takala
estimates 36,740 fatal accidents in the year 1994, Smith goes up to 150,000 killed workers in
1993, whereas the official figure given by the Ministry of Labour is 1624. The difference

between the figures results from the lack of reliability of reported numbers. The ILO report is
based on the figures for Malaysia, Smith takes UK-figures and multiplies them with a
(conservative) factor. However, they give strong evidence of the inefficiency of data collection
in this realm.
This has either caused due to lack of enforcement; in this case any law would be useless. The
number of Health and Factory Inspectors in India is far too small. For example, for the NCT of
Delhi, there are only three Factory Inspectors. They were in charge of 6496 factories covered by
the Factories Act at the end of 1999. That is not even one Inspector per 2000 factories, whereas a
reasonable ratio would be one per 250, i.e. 24 Inspectors in all. Due to this scarcity of staff,
regular visits to companies are virtually impossible, and inspectors react only when complaints
are lodged or accidents are reported. Moreover, these few Inspectors are badly equipped. E.g. the
sole X-ray machine of the Office of the Labour Commissioner had been defective since 1999,
therefore X-ray examinations of workers could not be carried out.
The other reason for lack of enforcement could be the unsuitability of the centrally drafted
regulations to the local situation in the factories. Legislations are either unrelated to the danger or
do not take into account distinctive work situations. Obviously, workplaces differ from each
other. Legislation, which neglects these differences, imposes very high costs on some
workplaces, while others still remain unsafe, despite complying with the requirements. For
example, the Factories Act requires minimum space for each worker to prevent overcrowding
14.2 cubic metres for factories built after the commencement of this Act and 9.9 cubic metres for
older ones. The actual checking of this requirement is carried out by the Health Inspector based
on the building plan of the facility. The total available space is divided by the number of
workers, so that violations for single workplaces cannot be found out.
Furthermore, the levied penalties are insignificant. Inspectors are in conflict between being too
easy on firms and bankrupting them. Especially in poor areas, where unemployment plays an
important role, the Inspector would not only consider the health of the employers, but also the
security of their workplaces. The expected costs of non-compliance with legislation (the product
of fine and probability of being convicted) therefore would be small compared to the expenses of
improving the working conditions.
And lastly, it takes time to formulate legislation in response to constantly changing technologies.
Laws would only be made, when safety problems have already occurred. Then they always
would be some years behind the actual hazards.
In any case, only eight percent of the Indian workforce is employed in the organised sector;
therefore the law necessarily will not reach the bigger part of it.

Why should companies provide sufficient safety and health measures without
regulations by the state?
Regardless of the fact that many employers might feel a moral responsibility for their employees,
there are economic reasons for them to prevent accidents and occupational diseases in their
factories. I would like to focus on these economic reasons, for moral feelings are not measurable.
A profit-maximising entrepreneur as an employer has to take expenses for OSH as an
investment. He has to pay for possible revenue (the avoidance of costs) in the future. The
consideration of the employer is simple: if the costs of accidents and illnesses exceed the
expenses on OSH, it would be profitable to invest in further measures.

The costs of accidents or diseases

It is obvious that hazardous and unhealthy workplaces result in costs for the employer. The
treatment of the injured or sick worker has to be paid for. If the worker is not able to resume
work after his recovery, a substitute has to be trained and it will take some time before the new
worker reaches the productivity levels of the old one. Indemnification for injured workers or
those who have died and their families can cause considerable expenses; and the burden would
be especially high for small and medium scale firms. In most cases the damage to workers is
accompanied by damages to installments which have to be repaired.
All these expenses can be easily assigned to the incident that causes them. Therefore they are
direct costs. But what about the indirect costs? Workers who cannot work amount to a loss of
production for the company. Other employees could be substitutes for them, but then the
substitute would have to work overtime, which would be more expensive. If however, the
substitution were to take place within the routine of a workday, it means that there has to have
been an inefficiency before, for the aim of normal production should be a capacity utilisation
close to 100%. This spare capacity causes overhead costs and contradicts the assumption of
profit maximisation. Furthermore, equipment involved in an accident would have a shorter
lifespan and would have to be replaced earlier.
Most

companies

could

profit

by

publicising

the

production

conditions

in

their

factories/workplaces. Customers in developed countries often set a high value to the conditions
under which products are fabricated. Moreover, a plant is not a closed system. Workers are part
of the public, and with their incomes they are, more or less directly, customers of the company.
Other companies provide facilities to carry out repair work, and transport finished goods outside

the plant area. Companies, which do not maintain well co-ordinated safety measures, would
therefore not only endanger their own employees but also others that co-ordinate their activities
with the company. For these reasons hazardous workplaces would amount to a loss of image and
finally, of sales.
All these costs are indirect and usually not registered as emerging from particular incidents, but
they are the main part of costs arising due to unsafe working conditions. Estimates of the
proportion between direct and indirect costs of accidents range from 1:1 to 1:20, depending on
the considered sector and the methodology of recording. That means that the indirect costs are at
least as high as the direct ones and, though more difficult to measure, it would be a criminal
mistake to neglect them.

The costs of OSH

Estimates of costs of OSH measures tend to overestimate the actual costs. Examinations of the
used methodologies of cost projection show that they are frequently overstated. Only the direct
costs obvious to prevention of accidents and diseases are taken into account. This way usually
consists of installing additional devices to separate the workers from the hazards. This not only
impedes the flow of work but is also uneconomic. In most cases slight changes in the
construction of installations would be more effective, cheaper, and they would involve the
worker and his knowledge in the process of finding a better solution.
Furthermore, the installation of new machines (which is automatically done in the normal
process of replacement) would not only enhance safety but also frequently increase the
productivity.

Approaches to regulate OSH on free markets

Economic incentives vs regulations
Most countries try to improve OSH by regulatory measures through labour laws. But arent there
more effective ways to reach this aim? For instance, economic incentives in this realm have
several advantages over regulations.
First, in countries like India, where enforcement of existing labour laws is lax, firms tend to
ignore regulations on OSH. Signals from markets cannot be ignored. Second, regulations
prescribe a minimum level of OSH measures. Once this level is reached, there is no reason for
further improvement. Economic incentives do not stop at a certain level. Third, the adaptation of
laws to new risks takes time. Economic incentives apply to new hazards as they applied to the

old ones. And fourth, economic incentives measure the outcome of OSH, not the means.
Regulations prescribe certain means, which are intended to be effective.

Standards on OSH
Standards decided are consensus agreements between delegations representing all the economic
stakeholders concerned - suppliers, users, employees and, often, governments. They agree on
specifications and criteria to be applied consistently in the classification of materials, the
manufacture of products and the provision of services.
Standards are one way to set a certain level without fixing minimum requirements. Almost every
country has its own standards body: India has a Bureau of Indian Standards (BIS), in the United
States there is the American National Standards Institute (ANSI). They publish standards in
order to respond to customer demands, who want a certification from their suppliers for certain
aspects like product quality or environmental protection. The best known standards are ISO 9000
for quality management, and ISO 14000 for environmental protection, both by the International
Standardization Organization (ISO), Geneva. These can be used for voluntary certification of
implemented management systems in order to distinguish one company among its competitors,
or, if most of the competitors already are certified, not to fall behind in the rat race.
OSH is another realm where standards could be applied. The widespread adoption of standards
for OSH means that the workplace conditions in companies, which satisfy these standards, would
be more attractive for workers and employees and the company would get a greater variety to
choose the best from.
The above mentioned ISO 9000 and ISO 14000 comprise aspects of OSH only on the margin.
ISO 9001 obliges the employers to communicate to the organisation the importance of meeting
statutory and regulatory requirements, and environmental issues only go along with the safety of
plants and machinery. A particular ISO standard on OSH does not exist and is not being planned,
for differences in local values, culture, and requirements do not allow one sole standard suitable
for all.
Therefore some countries have developed standards on Occupational Health and Safety
Management Systems (OHSMS) according to their needs. A management system does not mean
a specified set of restrictions or rules, which have to be followed. What is important is continual
improvement of the working conditions. Improvements are not to be made isolated from other
measures. With an OHSMS, OSH interests are considered to be equal to production, sales, or
other fields of operation.

Currently the most discussed approach has been developed by a group of 13 European
certification companies and the British Standardization Institute (BSI). The Occupational Health
and Safety Assessment Series (OHSAS) 18000 correspond to the structure of ISO 14000 and
thus can be implemented without conflicts where this is already being used. India has published
IS 15001: 2000 Indian Standard on Occupational Health and Safety Management Systems
Specification and Guidance for Use, which is based on OHSAS 18000 and adapted to the Indian
needs.
IS 15001, similar to the other standards, names four phases of the improvement process:
planning, implementation and operation, measurement and evaluation (checking and corrective
action in OHSAS 18001), and management review.
Essential is the risk assessment process, which is described comprehensively in Annex C of IS
15001. It comprises of six steps: Classifying work activities, identifying hazards, determining
risks, deciding if risk is tolerable, preparing risk control action plan, and reviewing adequacy of
action plan.
Small companies are not required to go through the entire procedure of risk assessment that is
described in IS 15001. They should carefully select which risks they would like to assess in
detail. Information overkill on trivial risks that cannot be properly processed would lead to losses
of important facts.
The ends are to resolve problems between OSH and other objectives, and the integration of OSH
into the overall business management process. Improvements should not be of the type to be
made once and never questioned again, but should be constantly revised and evaluated.
Good Practices

Maurya Sheraton & Towers

The ITC Hotel Maurya Sheraton & Towers, Delhi, has started implementing an OHSMS in 1995.
For this purpose, it used guidelines for an OHSMS developed by the ITC group itself.
Subsequently, Maurya Sheraton underwent the 5-Star Health and Safety Management System
Audit instituted by the British Safety Council and conducted by their accredited auditors during
the years 1995, 1996, and 1997. Each year a five star rating was achieved, and the hotel was
awarded a Sword of Honour for each of those three successive years, thereby acknowledging it
to be amongst the safest companies across the world. Besides a very good result of this
certification, the loss prevention report for the last six years has showed a clear downward trend
in the number of incidents and lost man-hours.

Improvements have included the training of every employee in safety matters, and the planning
and arrangement of all facilities with regard to safety enhancement. Every employee can make a
proposal of improvements, and everyone is responsible for safety in his realm.
and published NZS 4801 (Int): 1999 Occupational health and safety management system
Specification with guidance for use. Again, this standard was developed to be compatible to ISO
9000 and ISO 14000.
Companies, which certify their efforts of implementing an OHSMS, can avail of discounts on
their insurance fees at the Accident Compensation Corporation (ACC). For these discounts the
workplace has to be audited by an independent certification company, which decides whether the
workplace qualifies for them. These discounts vary from ten to twenty percent, depending on the
extent of conformation with the specified requirements of the ACC. After two years, the
company has to reapply for continuing discounts. Indeed, the ACC has been the sole provider of
accident insurance in New Zealand since July 1, 2000, but that doesn't mean that a free insurance
market would fail to provide such discounts. Advice shows that in the years before free insurance
market, fatalities had gone down between 25 and 50 percent.
The Occupational Health and Safety Service (OSHS) of New Zealand enforces the Act by
carrying out proactive workplace visits, 17,969 in 2000. These visits resulted in 8,814
investigations. 127 prosecutions were finally initiated.
Though the number of complaints requiring OSHS investigation have increased during the last
years (obviously the awareness for OSH matters has been enhanced), the number of prosecutions
has been reduced due to a significant increase in compliance with the HSE Act, with many more
companies managing their hazards better than in the past.

CHAPTER-2
PROFILE

LOCATION AND CUISINE

One of the oldest continually inhabited cities in the world with a history that has always alluded
to its political importance and strategic location for governance, Delhi has been the capital of
many empires.
It was once situated on Uttarapath or the Great Northern Highway, which, in ancient times
connected the Mauryan capital city of Pataliputra to Takshashila (Taxila in Pakistan).

What is perhaps most exciting about this city is that its history lies comfortably within the fabric
of its modern life with its busy business centres, malls, buildings and ring roads. Monuments
from possibly every period of its history stand in casual corners, drawing little attention to
themselves. But once you stop a moment, take a deeper look, there is a lot they are willing to
reveal.
In Delhi there is a lot to see and do. Our concierge will be pleased to assist you in making the
most of your time here by suggesting the best places to visit and the best ways in which to travel,
should you choose to explore the city. Meanwhile, heres a listing of some prominent tourist
spots in and around the city

LOCATION & GEOGRAPHY

TC Maurya Sheraton Hotel, Delhi is one of the most trusted five star hotels in Delhi. The hotel is
ideal for both business and leisure travelers.

Contact Details

Guest Contact Number 1-800-102-2333 (8 a.m. to 8 p.m. 7 days a week)

Address
Diplomatic Enclave, Sardar Patel Marg,
New Delhi 110 021, India
Tel: (91) (11) 26112233 \
Fax: (91) (11) 26113333
Email: reservations.itcmaurya@itchotels.in

Location:
17 km from the Airport & 7 kms city center.

Other Facilities:
Solar - Heated Pool, Health Club, Yoga Center, Tennis, Disco, Astrologer, 2 Library Bars,
Golf/Polo/Squash/Bowling on request.

Rooms:
Rooms: 500.

ITC Group Maurya Sheraton

With its distinctive architecture & superior facilities, the Maurya Sheraton Hotel and Towers is a
landmark in this sprawling capital city. 500 luxury rooms and suites, including the TOWERS
sets apart a block of exclusive floors, represent an entirely new genre in the art executive
hospitality, sit-in, check-in facility, the Towers Club & Library Bar create a perfect ambience for
the business travelers. Maurya Sheraton guests have access to an exclusive lounge at the
International Airport (Departure Wing).

Luxury Cuisine
Over the years, ITC Hotels has earned a reputation for excellence in its culinary endeavours by
training the spotlight on the best of Indian and international culinary traditions, distinguishable
by their authentic flavours and quality ingredients.
ITC Maurya, particularly, has consistently proven to be the most popular dining destinations in
New Delhi. From the robust flavours of the North West Frontier and the refined pleasures of
royal Indian traditions, to the delectable flavours from the West and the Far East, all paired with
an extensive collection of the finest beverages, the restaurants at ITC Maurya promise an
inspiring culinary experience, unmatched by any other in New Delhi.

Bukhara

The romance of the rugged North West Frontier comes alive at this authentic, award winning
restaurant making it a landmark dining destination in New Delhi.

A key feature on the itinerary of practically every visitor to New Delhi, Bukhara recreates the
charm of the traditional clay oven or tandoor with its delicious menu of succulent tandoorcooked kebabs, vegetables and breads.
Once a rustic cuisine, it was enjoyed in the harsh rugged terrain of the North West Frontier,
bringing comfort and succour to diners, with its warm, robust flavors.

Today, Bukhara has perfected the art of this cuisine, evident in its star dishes such as the
Sikandri Raan, the iconic Dal Bukhara and the various platters that offer a sampling of the menus
best features.
A beacon of culinary excellence across the globe and the undisputed pride of India, Bukhara has
won innumerable accolades over the years, making it the only globally recognised Indian
restaurant and the preferred dining destination of gourmets, presidents and heads of state for over
35 years.
To learn more about this Signature food & beverage brand,

Dublin

They say, in Ireland, the craicin good times never end. And weve brought this incomparable
spirit of celebration to India, with our authentic Irish pub, Dublin. Rated as one of the worlds 25
finest bars, Dublin offers up a matchless selection of single malts, blends, wines, mixes and
cocktails.
Its 106-foot long bar with 10 different mood zones, gourmet snacks, irrepressible spirit of fun
and its well stocked bar have made it one of the most popular pubs in New Delhi.

Dum Pukht

The refined culture of courtly dining has been elevated to a sublime art at this award winning
restaurant in New Delhi.
Reviving the artfulness of courtly manner, presentation and cookery from across the country,
Dum Pukht brings you the grand cuisine of India in an ambience that is truly regal. It's surprising
array of aromatic dishes slow cooked in sealed deghs with handpicked spices to impart a
delicate, alchemical infusion of flavours and textures and its impeccable, indulgent service have
won Dum Pukht high praise and numerous accolades.
Among these is the distinction of being Asias first recipient of the Golden Fork Award.

To learn more about this Signature food & beverage brand

Golf Bar

A warm ambience that encourages camaraderie and relaxation, the finest selection of wines,
whiskies, other spirits and premium brands of cigars from across the world in New Delhi, and the
company of good friends The Golf Bar at ITC Maurya offers the perfect venue for a laidback
tte--tte, in the refined environs of a cosy bar styled on an English Country Club drenched with
the spirit of golfing legends.
Big leather couches, arm chairs and casual seating make it the perfect place to unwind and enjoy
yourself.

My Humble House

This elegant rooftop restaurant at ITC Maurya presents a delicate spread of Neo Classical
Chinese cuisine, which essentially translates to the sublime marriage of traditional Chinese
cuisine with global touches.
Hours: 7:00 PM - 11:45 PM

Pavilion

This cheerful 24-hour restaurant offers a fine spread of Indian and inventive international cuisine

in a spacious and affable ambience ideal for round-the clock dining in New Delhi with an
elaborate buffet and a wide choice of a-la-carte fare.
Hours: 24 Hours

West View The Grill Room

West View, our rooftop restaurant with a breathtaking view of Delhi's green belt, offers
irresistible contemporary western cuisine. An extravagant choice of grilled meats, fresh garden
produce and breads straight from the oven.
Hours: 12:30 PM - 2:45 PM only on sundays; 7:00 PM - 11:45 PM

Welcome Environ: ITC Hotels's initiative for a Green World

For a green world

ITC Hotels is actively committed to the environment. As responsible corporate citizens, we
recognise our commitment towards maintaining a greener and healthier environment.
WelcomEnviron is our vision for a green world. Its a multi-faceted programme started in order
to propagate environmental causes in the cities where ITC Hotels are located. The guiding
principle is Reduce, Reuse and Recycle. Each hotel has its own programme, encompassing
local participation, creating awareness among employees and internal conservation through
energy-saving gadgets and environment-friendly material. Our guests are also encouraged to be a
part of our campaign, Give back as much as you take from the environment

Awards

ITC Mughal won the Golden Peacock award for the year 2004.

ITC Maratha won the FHRAI Environment Champion award.

ITC Green Centre was given the US Green Building Council Platinum Rating.

ITC Hotels received the PATA Gold Environment Award in 2005 in the Corporate
category.

ITC Green Centre

The ITC Green Centre in Gurgaon is the physical expression of this commitment to sustainability
Ecological, Social and Economic. The building was awarded Platinum rating by the US Green
Building Council LEED.
ITC Green Centre (in PDF format)
ITC Green Centre Map

Greening of the supply chain (GSC)

ITC Hotels made a humble start in the' Greening' of the supply chain (GSC) recently, with the
clear intent of attempting to work towards 'creating a sea of excellence' as opposed to an'island of
excellence' in the economic domain through industry initiative, by inducing our suppliers to
adopt cleaner & greener production (C & GP) practices.
This is a useful tool for all SME's (Small & Medium Enterprise) related to industry. The same
has been translated 8 Indian languages in order to break the language barrier and faster
dissemination of simple knowledge. "The chain which strives to flag ecological solutions"
Greening Of The Supply Chain --> (English)
Greening of the supply chain Specific Inputs
ITC Hotels pursues a policy of beyond compliance in its journey in SD - Sustainable
Development. In this process it has aligned itself with its supply chain to help all. The first steps
have to be taken by all the concerned vendors in putting all their data in the illustrative format for
self scrutiny and self motivated actions.
Once this exercise is initiated it will help all the supply chain partners to start taking simple steps
to rectify the systems and procedures and work towards cleaner production practices.
With rapid globalization it is in the interest of all SME's - Small & Medium Enterprise to raise
their own sustainable development bar by using the following formats:

Energy Management Questionnaire (in PDF format)

Detailed Suppliers Questionnaire (in PDF format)
Tips for Thermal Energy Conservation (in PDF format)

Welcome Environment Eco-Rating For Schools

A self help toolkit to make the school resource efficient and environmentally responsible.
Welcome Environ Eco-Rating Form For Schools

Introduction - Water And Energy Game

Welcome nviron is our vision for a green world. A multifaceted programme established by ITC
Hotels, to practice the principles of conservation - to create a safe, harmonious and ecologically
balanced environment for our guests and employees.
In line with our above philosophy, we have developed a stimulating energy & water game. You
are aware that these are contentious issues which needs everyone's participation to optimize the
use of the same for our ever increasing population.
Many children are not aware that only 1% of fresh water is available for human use which is
disproportionately distributed globally. By chasing our water tables down since 1950, our water
table has gone down from a depth of 30' to 350' on average across the country leading to
increasing

use

of

energy

for

our

routine

needs

which

is

not

sustainable.

It is to sensitize all our stakeholders in a playful fashion that Welcomenviron has devised this
family engaging game to internalize the simple methods of conservation of water and energy.
"Happy playing" with your family, with an existing dice and coloured coins available in every
home with a ludo set.
Welcome Environ Game (Save/Print facility)
Interactive Eco-trail Game (Download zip file)

Eco Educational Toolkit

Environment repairs and maintenance is a big job which needs to be conducted on a large scale.
Many of the steps are very simple to implement, it is such a collection of these ideas that ITC
Hotels intends to share with all stakeholders. Use of these tools will help to mitigate the

challenges on water energy, and poverty related issues.

Bathroom Water Efficiency
Drip Irrigation Kit
Global Water Availability
Kitchen Water Harvesting
Unintentional Wastage of Water
Value of a Tree
Use of Daylight
Waterless Urinal
Nature Coding

Domestic Help (DH) Value Addition Programme

Every home has its own individuality and specifics but there are some rules and duties that a
Domestic Help (DH) needs to know. These programmes are an attempt to help the Lady of the
House train her DH as well as highlight those issues that are pertinent to the DH, while keeping
in mind some of the intricate details we normally dont seem to keep track of.

Energy Saving
Climate change is modern man's creation and a challenge of a size which is difficult for all of us
to understand and act upon speedily. It requires actions at international, national and individual
levels. The beauty of addressing this global challenge is that when individuals take simple steps
in their own eco system, it results in cost savings, besides taking responsibility for our future
generations.

The

methods

of

saving

energy

are

simple

to

implement.

ITC Hotels has been pioneering in eco responsible practices in its own domain and would like to
share best practices with all stakeholders.

Energy Saving
Energy Efficiently

Corporate Social Responsibility Initiatives of ITC Hotels

"The greatest achievement was at first and for a time a dream. The oak sleeps in the acorn; the
bird waits in the egg; and in the highest vision of the soul a waking angel stirs. Dreams are the

seedlings of realities". James Allen

ITC Hotels in line with it ITCs triple bottom-line philosophy initiated actions on the social front,
in a miniscule way, two years back. The sum total of our small initiatives is featured in the two
posters.
Corporate Social Responsibility
Disability Handbook for Industry (in PDF format)

Elegant, Eco Conscious Event Design

The environmental changes are taking place very rapidly on a global scale, and all stakeholders
have to think of new ways of doing old things, whereby through every activity of ours the eco
footprint is reduced by changing products, processes and our daily lifestyle, by elimination of
waste of different kinds innovatively. With this perspective we request all our stakeholders to
actualize the new service design developed by ITC Hotels for conferences and other public
events, so that all our future events become eco responsible, which will be another small step in
mitigation and adaption approach to the multiple challenges which stare at us everyday.

Water Management
Water is blue gold and this precious resource needs to be used with great care as eloquently
stated by Premier Begin of Israel, when he visited India in 1992, quote "We use water like you
use eye drops". ITC Hotels started water management in 1990 and since then has reduced more
than 40% water use by innovative design expression and we are constantly raising the water
productivity in our chain of hotels. With this back drop some our hotels have already achieved
the distinction of becoming 0 water discharge, by swapping our treated water for horticulture
needs of the local municipality and immediate neighbours.

Environment Renewable energy - educational toolkit

Current environmental challenges are complex and universal in nature. They call for visionary
and ambitious action grounded in sound science and objective analysis. India is a sun drenched
country with very high solar radiation many of our energy challenges can be addressed with new
and emerging solar technologies for small as well as big enterprise. The enclosed cookit is an

example of low cost solution for cooking, which is healthy, as slow cooking does not wipe off
the nutrients from the cooked food, as opposed to cooking food at high temperature.The cookit
can

be

made

at

home

at

cost

of

approximately

Rs

50/-

or

1$

ITC Maurya has installed perhaps the world's 1st largest solar concentrator for steam generation
based on the principles of the cookit.

Individual Social Responsibility:

Sustainable development, implies care for ecology and for vast number of marginalised people
who live on a $ a day. Inclusive growth requires contribution of many organisations including
industry. Keeping the scale of the challenge in perspective especially the millennium
development goals of UN, it is apparent the targets cannot be achieved by 2015 of reducing
poverty by half from the existing base. Keeping this perspective in focus large number of the
privileged section of the society has a role to play in assisting the marginalised. With this
backdrop new tools need to be developed which will help to bridge the gap through the
individual efforts of the well off quadrant of society, hence introducing the concept ISR
Individual Social Responsibility!

ISR Simple Methodology

Careers
Over the years, ITC Hotels has been redefining standards, showcasing the best from India to the
world. A spirit of excellence that pervades at all ITC Hotels in key business and leisure
locations.
ITC Hotels is the only hospitality chain, perhaps in the world to have a unique programme like
the "Welcomlegionnaire". This competitive hotel management programme, recruits students on
their completion of class 12 for a 4-year course. The first two years are devoted to the basics in
hoteliering, personality development, culture building, etc., along with a bachelors in Tourism
Administration. The remaining 2 years are spent as Hotel Executive Trainees in sync with in
house Management Training Programmes, thus providing the students valuable hands on
practical experiences with solid theoretical knowledge.

The Welcomgroup Management Institute, Gurgaon

The Welcomlegionnaire Programme 2011-2015

ABOUT US
ITCs hotel division was launched on October 18, 1975, with the opening of its first hotel Chola Sheraton in Chennai. ITC Hotels, is today one of Indias finest hotel chains, with its
distinctive logo of hands folded in the traditional Namaste is widely recognised as the ultimate in
Indian hospitality.
Each of the chains hotels pays architectural tribute to ancient dynasties, which ruled India from
time to time. The design concept and themes of these dynasties play an important part in their
respective style and decor.
With more and more hotels being added at strategic destinations, the group has joined hands with
the

Sheraton

Corporation

to

strengthen

its

international

marketing

base.

Growth Under Four Brands

Perhaps in the topmost rung of Indias hospitality business, ITC Hotels are classified under four
distinct brands.

ITC Hotels - Luxury Collection are super deluxe and premium hotels located at strategic
business and leisure locations.

Welcome Hotel | Sheraton Three of our Hotels have been aligned under the renowned Sheraton
brand, offering warm, comforting services to the global traveler. Three Welcome Hotels are
designed to cater to the discerning business and leisure traveler offering five-star hospitality.

Fortune Hotels offer full service properties all over India, including smaller towns and cities,
ideal for the budget traveller.

Welcome Heritage brings together a chain of palaces, forts, havelis and resorts that offer a
unique experience. Welcome Heritage endeavors to preserve ancient royal homes and the
historical Indian grandeur and opulence for the future Indian generations.

Accommodation
The exclusive Towers concept of a hotel within a hotel, with its own Towers Club and an unique
service design is now available at six ITC Luxury Collection hotels. The Executive Club, a
concept designed to meet the specific needs of the business traveller, pioneers a tradition in
corporate hospitality, setting a premium on discreet efficiency and business related services.
Executive Club services are available at nine ITC Hotels at key business locations. The recently
launched ITC One offers a new dimension in Corporate Hospitality and is about discovering
thePower of Personal Space. ITC One is available at the ITC Maurya, New Delhi , ITC
Maratha, Mumbai, ITC Grand Central, Mumbai, ITC Sonar, Kolkata, ITC Windsor, Bangalore
and ITC Kakatiya, Hyderabad.

EVA
Exclusive rooms dedicated for the single lady traveler. These rooms have amenities keeping in
mind the requirements of a lady pertaining to her special needs in bathroom accessories, security,
safety and comfort levels . Service in these rooms , is done by an all ladies team .

Branded Cuisine
Indias culinary heritage has always been strengthened by the safe hands of the chefs of ITC
Hotels. The Bukhara and Peshawri restaurants give epicures the rugged, outdoor cuisine and
the 1000 year culinary adventure of the Northwest Frontier Province.
Dakshin has brought together the highly evolved cuisines of the four southern states- Andhra
Pradesh, Karnataka, Tamil Nadu and Kerala.
Dum Pukht is a unique restaurant dedicated to a 200-year old culinary tradition of slow cooking
food, in sealeddeghs. The fragrance of the meal becomes an invitation befitting royalty. Today
the connoisseur can savour these delicacies across the country.
Rated high by food connoisseurs all over the world, the group takes exceptional pride in
showcasing its internationally renowned cuisine. Distinguished for its ambience and unsurpassed
standards of food and beverages, the list is a gastronomical journey starting with Dublin, the
Irish pub; along with West View, an authentic grill that brings alive the Western in you; with
the Pan Asian, serving specialties from China, Thailand, Mongolia, Japan, Indonesia, Vietnam
and Malaysia. With branded Restaurants exclusive to ITC Hotels, spread throughout the country,
ITC Hotels have created benchmarks in all areas of hospitality.

Achievements
ITC Hotels was perhaps the first hotel chain in the mid 1980s to foresee a boom in business
travel and realised distinct needs of the corporate traveller.

ITC Hotels has pioneered the concept of "Branded Accommodation" in the hospitality industry.
Branding led to the creation of separate categories of rooms, each with a different service design,
aimed at different target segments. The different room categories were branded Executive Club,
The Towers and lately, ITC One. The Towers and ITC One introduced the winning concept of
a hotel within a hotel. The Indian corporate world gave its unqualified approval to this
segmentation.
Going beyond the corporate travellers, the chains flagship hotels, ITC Maurya, New Delhi and
ITC Windsor, Bangalore have had the proud privilege of hosting many world leaders: from
former US President Bill Clinton, Russian President Vladimir Putin, British Prime Minister Tony
Blair, German Chancellor Gerhard Schroeder, to business tycoons like Bill Gates and Michael
Dell.

These hotels received not just the stamp of approval not only from these leaders, but from their
security chiefs as well!
There have been many other pioneering efforts at ITC Hotels:
ITC Maurya, New Delhi is also the only one in India, to have won the British Safety Councils
Sword of Honour- Thrice.
ITC Maurya, New Delhi is Indias first hotel to be accorded the ISO 14001 certification for its
Environment Management Systems.
Eight more ITC Hotels followed in quick succession: ITC Mughal, Agra; ITC Windsor,
Bangalore; Sheraton Park Hotel & Towers, Chennai; My Fortune, Chennai; ITC Kakatiya,
Hyderabad; Sheraton Rajputana, Jaipur; ITC Maratha, Mumbai and ITC Sonar, Kolkata.
ITC Maurya is the first hotel in India to be awarded the Golden Peacock Environment
Management Award for 2001 by the World Environment Foundation. ITC Maratha at Mumbai
was declared to be the Best Luxury Hotel of the Year 2002, by the Federation of Hotel and
Restaurant Associations of India.
ITC Mughal at Agra was Asias first winner of the Aga Khan Award for Architecture.

Bukhara and Dum Pukht, both at ITC Maurya, New Delhi are amongst the first Indian
restaurants to win the International Golden Fork Award.
Bukhara has been rated as the Best Indian Restaurant amongst 15 others worldwide, by The
Restaurant Magazine (UK), successively in the years 2002 and 2003.
Most recently, the Association of British Travel Agents (ABTA) in the April 2004 issue of its
magazine Business and Travel, declared ITC Sonar, Kolkata as one of the best hotels in the
world, Dublin amongst the top 20 bars and in a fitting finale, Bukhara was rated as the best
restaurant in Asia and the finest Indian restaurant in the world. ITC Hotels won the PATA Gold
Award in the Corporate Environmental category for its Welcome Environ initiatives in April
2005.
ITC Hotels was featured as a Superbrand - a status awarded to the organization by the
Superbrands Council comprising of eminent personalities from the world of branding. For its
distinctiveness in terms of historic evolution, marketing, advertising and design achievements,
ITC Hotels has been voted as one amongst the 101 strongest brands in India.

Promotion of Indias Cultural Heritage

Welcome Theatre was launched eight years ago, to provide guests with a complete experience
through entertainment. Acknowledging theatre and art as integral to a countrys culture and
tradition, ITC Hotels offers Quality entertainment & theatrical experiences through Welcome
Theatre.
While each hotel has its own vast collection of art and art objects, the group decided to brand all
art activities, under the banner Welcome Art. Through the Srishti Art Galleries located at ITC
Hotels, the best of Indian contemporary art finds a focus.

Welcome Jawan
In re-deploying ex-servicemen it assists the national effort by offering a platform for their
rehabilitation into productive civilian life.

Luxury Accommodation
ITC Maurya offers a wide selection of luxuriously appointed premium accommodation that is
rated among the best in the city. Overlooking sweeping stretches of Delhis green cover, this
landmark hotel presents 440 luxury rooms including 29 uniquely designed suites in a set of

categories, allowing you to choose the accommodation that best suits your needs, when you are
in New Delhi.

Grand Presidential Suite

The lavish grandeur of the Grand Presidential Suite at ITC Maurya is hard to match. The
undisputed choice of visiting heads of state and royalty, it is preferred not only for its luxurious
facility but also for the distinct security advantages it offers.
Inspired by Chanakya, the grand advisor to the Mauryan throne who was also considered one of
the most brilliant political strategists in the history of India, this sprawling suite aptly measures
up to the demands of hosting distinguished guests in decor and ambience.
Spread over an entire wing of the floor, with an attachment of separate suites along the corridor
for security and other personnel, it can be cordoned off easily for security purposes.
Additionally, the Grand Presidential Suite comes with a bouquet of peerless services for an
experience of hospitality that is unsurpassable.

Grand Presidential Suite privileges:

Airport facilities with limousine pick-up

High security on arrival and departure

VIP entry and exit, to and from the hotel

Traditional Indian welcome

personalised and express floor / inroom check-in

Champagne check-in

Independent security control room

For maximum security, use of bullet proof glass

Dedicated elevators for the duration of stay

Personal valet for guest

Room for butler with a well-equipped pantry

Exclusive breakfast venue for delegation

Microbiological laboratory for food testing

Access to the Summit Lounge

Presidential Suites

Inspired by the architects of the Mauryan Empire the presidential suites have been named the
Chandragupta Suite, the Ashoka Suite and the Empress Suite.
While Chandragupta was one of the first rulers to express a refined policy of diplomacy in his
dealings with foreign powers, Ashoka continues to be among the most celebrated kings in Indian
history, for his humanitarian policies on governance, after the great Kalinga war. The
Presidential Suites at ITC Maurya express a fittingly elegant confluence of royal Indian
sensibilities with international standards of refined luxury.
Their exquisite interiors, traditional artifacts and excellent services recreate an ambience of regal
luxury befitting the indulgence of our distinguished guests.

Presidential Suite privileges:

Traditional Indian welcome

Personalised and express floor / in room check-in

Champagne check-in

Independent security control room

For maximum security, use of bullet proof glass

Dedicated elevators for the duration of stay

Personal valet for guest

Room for butler with a well-equipped pantry

Exclusive breakfast venue for delegation

Microbiological laboratory for food testing

Luxury Suite

Spacious and splendid, the suites at ITC Maurya offer a world of regal luxury that comes
together effortlessly with world class hospitality, for an experience that is at once comforting like
home and magnificently lavish for a taste of royal indulgence.

Suite privileges:

Daily complimentary breakfast at Upper Crust, Pavilion, Towers Club or inroom

Personalised butler service

Personalised inroom check-in

Personal fax-copier

Complimentary laundry/ ironing of up to four garments per stay

Plasma TV

Daily Club Hour at the ITC One Lounge or Towers Club or Dublin from 1800 to 2000
hours

Complimentary use of the boardroom for up to three hours, once during stay (subject to
availability)

Access to airport lounges with a bon voyage drink.

ITC One Pure Room

Luxuriously proportioned, well appointed lavish accommodation for corporate leaders, ITC One
Pure Room comprises an exclusive wing committed to offering our guests a sense of space and
luxury. The ITC One PURE rooms offer the amenities and privacy of your very own sequestered
residence. These are the first hotel rooms ever in India to be Pure they have been specially
purified using a six step process making them allergy friendly. Here the air you breathe in is kept
clean and fresh with medical grade purifiers, tea tree oil and pure advanced coil treatment.
Housed in a separate wing, with state-of-the-art in-room facilities and an exclusive lounge, its a
perfect retreat for corporate leaders who need to relax and rejuvenate.
Featuring state-of-the-art, inroom facilities, and access to an exclusive lounge the Upper Crust,
ITC One Pure Room also offers the privilege of the attentive and efficient services of a personal
butler.

ITC One privileges:

Complimentary buffet breakfast at Pavilion or inroom breakfast

Complimentary use of the boardroom for up to three hours, once during the stay (subject
to availability)

Exclusive access to The Towers Lounge and Upper Crust Lounge

Complimentary Club Hour daily from 1800 to 2000 hours, with cocktails and hors
doeuvres

Complimentary internet usage at the Business Centre/ Lounge (30 minutes)

Complimentary laundry/ ironing of up to four garments per stay

24 hour Butler Service

Large rooms, with separate living/ work spaces

Massage chair

Personal music system, plasma TV with DVD player, inroom fax machine and personal
exercise equipment

Mauryan Chamber

The sprawling Mauryan Chambers are the perfect way to experience contemporary world class
hospitality in an ambience of royal Mauryan luxury. Conceived to embody the best of Mauryan
artistry, with a careful selection of artefacts, rich fabrics and paintings, the Mauryan Chambers
bring you the chance to relive the romance of one of Indias greatest empires with the luxury of
state-of-the-art contemporary conveniences.

Mauryan Chamber privileges:

Complimentary buffet breakfast at Pavilion, Towers Club or inroom

Personalised check-in and check-out with 24 hour Butler Service

Exclusive access to The Towers Lounge

Complimentary Club Hour daily from 1800 to 2000 hours, with cocktails and hors
doeuvres,

Complimentary internet usage at Business Centre/ Lounge (30 minutes)

Complimentary laundry/ ironing of up to four garments per stay

Late check-out till 4pm, subject to availability

Daily fruit platter with our compliments

Plasma TV with DVD player on request

Complimentary use of the boardroom for up to three hours, once during the stay (subject
to availability)

The Towers

Featuring eight floors of refined luxury, The Towers is a unique expression of a hotel within a
hotel, designed especially for the discerning global business traveller.

Complete with its own reception, Towers Club, library, bar and private boardrooms, which are
reserved exclusively for its guests, The Towers also has a special feature suited to the needs of
our lady travellers the EVA floor, which is an exclusive floor for women, manned entirely by
our lady associates.

The Towers privileges:

Personalised sit down check-in at the exclusive Towers reception

Daily complimentary buffet breakfast at the Towers Club

Access to the exclusive Towers Club with its lounge bar, reference library and private
dining area

Daily Club Hour at the Towers Club and Dublin every evening from 1800 to 2000 hours.

Complimentary use of the boardroom for up to three hours, once during stay (subject to
availability)

24-hour Butler Service

Complimentary laundry/ ironing of up to four garments per stay

Late check-out till 4pm, half day till 8pm and full day beyond 8pm (subject to
availability)

Executive Club

The Executive Club rooms at ITC Maurya offer the perfect option for business travellers. Fitted
with the finest of facilities, these rooms afford you access to a fully equipped business centre and
the Executive Club Lounge, in addition to the attentive care of our service associates.

Executive Club privileges:

Access to the Executive Lounge

Cut fruit platter on request

Inroom tea/coffee maker

Dual line telephone with data port

Wi-fi broadband facility on charge

Preferred national newspaper

Meeting and Events

Luxury Events
For long now, New Delhi has been not only the political capital of the country, but also the
fashion capital a glittering constellation of the citys most powerful and beautiful people. At
ITC Maurya, New Delhis leading 5 star luxury hotel, we understand how this translates to the
way you host.

Our Features

Meeting and Event Facilities

Audio Visual Equipment and Technicians

Translation Services

Wireless High Speed Internet Access in All Meeting/Event Facilities (Charge)

Projector

Some of the services and facilities above may not be available on a 24-hour basis or without
advance request. Fees on certain facilities/services may apply. To place a Request for
Proposal (RFP), please

Kamal Mahal
A magnificent hall with tastefully done interiors, Kamal Mahal is famous for catering to state
banquets for world leaders, corporate gala dinners, exclusive private luncheons, wedding
celebrations,

conferences,

symposiums

and

much

more.

Located at the Lobby level, comprising one large hall which can be divided into three
different spaces with sound proof separators, Kamal Mahal is equipped with facilities like
wi-fi/ high speed broadband internet, extensive audio-visual support and offsite catering
services and of course the undivided attention and assistance of our associates from the
moment you decide to make your bookings, until your event has been wrapped up,
satisfactorily.

The magical mood lights, the crystal glassware, signature dishes and personalised service

make for an unforgettably luxurious experience that is sure to make a lasting impression on
your guests.

Nandiya Gardens
A verdant, beautifully landscaped garden that overlooks the richly forested Delhi-ridge,
Nandiya Gardens offers a serene and elegant ambience for all manner of occasions.
Its most dramatic decoration an eleven foot bronze caste figure of Ashoka, enigmatically
and sensitively portrayed at the moment of his spiritual transformation from a victorious
king to a thoughtful Buddhist by artist Meera Mukherjee Nandiyan Garden captures the
tranquillity of a peaceful retreat. 5 star luxury banqueting facilities with a choice of gourmet
dining options and the unobtrusive attentiveness of our service associates Nandiyan
Gardens offers the perfect venue for weddings, celebrations, parties and banquets and luxury
events of all kinds.

LUXURY EVENTS PHOTO GALLERY

Local Area
One of the oldest continually inhabited cities in the world with a history that has always alluded
to its political importance and strategic location for governance, Delhi has been the capital of
many empires.
It was once situated on Uttarapath or the Great Northern Highway, which, in ancient times
connected the Mauryan capital city of Pataliputra to Takshashila (Taxila in Pakistan).
What is perhaps most exciting about this city is that its history lies comfortably within the fabric
of its modern life with its busy business centres, malls, buildings and ring roads. Monuments
from possibly every period of its history stand in casual corners, drawing little attention to
themselves. But once you stop a moment, take a deeper look, there is a lot they are willing to
reveal.
In Delhi there is a lot to see and do. Our concierge will be pleased to assist you in making the
most of your time here by suggesting the best places to visit and the best ways in which to travel,
should you choose to explore the city. Meanwhile, heres a listing of some prominent tourist
spots in and around the city.

Local Interests

India Gate
Designed by Edwin Landseer Lutyens, this 42 metre free-standing arch was built in 1931.

Lodi Garden
The garden is laid out around the beautiful tombs of the Lodi Sultans who ruled North India in
the 15 century.

Qutab Minar
The Qutab Minar is the tallest brick minaret in the world and an excellent example of IndoIslamic architecture.

Red Fort
The Red Fort was commissioned by Emperor Shah Jahan in 1639 and took nine years to build.

Humayuns Tomb
This is the first great example of a Mughal Garden masoleum & in many ways this magnificent
red and white building is as spectacular as the Taj Mahal.

Lotus Temple
The Bahai house of worship is one of Delhis most innovative modern structures.

Raj Ghat
The Raj Ghat is located to the souteast of Red Fort, between the Ring Road and the Yamuna.

Jantar Mantar
This unique early 18 Century observatory was built by Sawai Jai Singh II of Jaipur.

There are three levels of Welcome Award membership - Silver, Gold and Gold Select.

Welcome Award Silver

You become a WelcomAward Silver Member, as soon as you enroll. As a Silver Member, you
are entitled to special benefits each time you stay at any participating ITC Hotel.

These include:tars @3% of your total 'Eligible Charges'

-resident guest (on a minimum eligible bill
amount of Rs. 1000)

e Award Gold membership* on completion of 8 stays

e Award Gold Select membership* on completion of 16 stays
* Stays to be completed within a period of one year from the date of enrollment.

Welcome Award Gold

As a Welcome Award Gold Member you are entitled to special benefits each time you stay at
any participating ITC Hotel.

These include:-

e key
-out facility till 4 p.m. on availability
anying spouse
-resident guest (on a minimum eligible bill
amount of Rs. 1000)

Upgrade Voucher on completion of 8th stay

Weekend Night Voucher on completion of 12th stay

Award Gold Select membership* on completion of 16th stay

* Stays to be completed within a period of one year from the date of enrollment.

WelcomAward Gold Select

As a Welcome Award Gold Select Member you are entitled to special benefits each time you
stay at any participating ITC Hotel.

In addition to the privileges offered to a Welcome Award Gold member, You are also entitled
to:-

Priority on your room reservations made with a 72-hours notice of arrival

-resident guest

-room check-in
-room Welcome Amenity
-room Internet Access (HSIA) @ 256 kbps tier
-room service of Tea/Coffee throughout your stay

CHAPTER- 3
DATA INTERPRETATION
AND ANALYSIS

Average ratings by Real Travelers

4.3 out of 5 based on 10 reviews from 3 sources
Clean:
Service:
Location:
Value:
Room:

Amenities include:

"Lovely hotel with great food, attentive service, and all amenities." source Expedia

"Nice place but..." source Expedia

ITC Maurya, New Delhi Reviews
10 reviews
gathered from 3 sources

Overall:

"Lovely hotel with great food, attentive service, and all amenities." source Expedia
2009/08/13
"Nice place but..." source Expedia 2009/07/21
"The hotel was good in general and service was cooperative and friendly." source Expedia
2009/03/11

Clean:

" Very clean rooms and great service!" source Expedia 2010/01/18
"The two things that ddint work were: - housekeeping seemed to be lingering around even after
I asked them not to clean my room for a while - No clarity on transport charges as I wanted to
the car to drive a little more than an airport transfer Other than that, good clean hotel and
convenient to the airport best Indian restaurant is within the hotel - ITC Sheraton;" source
Expedia 2009/10/18
" The only problem was the sitting arrangement and height of the stools, uncomfortable for taller
folks/folks with long legs." source Expedia 2009/04/07

Location:

" Very good restaurants with complimentary breakfast at the Pavillian." source Expedia
2009/09/03

More information on ITC Maurya, New Delhi

ITC Maurya, New Delhi has been the preferred residence of visiting heads of state and global
business leaders for over 25 years. This extraordinary hotel combines an historic aura with
contemporary facilities to create an unrivalled luxury hotel experience. Situated in the heart of

the exclusive Diplomatic Enclave and surrounded by views of Delhi? green belt ? the forested
ridge, our business hotel is a convenient 14 kilometers (25 minutes) from the International
Airport. An imposing structure of timeless luxury boasts inspiring architecture and a majestic
ambiance ? a tribute to the age of the great Mauryan Dynasty, which created the golden era of
Indian history. 440 rooms, including 29 uniquely-designed suites, are available in a bouquet of
room categories, from the Executive Club which pioneers a tradition in corporate hospitality to
the Towers? eight luxurious floors of elegance and tranquility. The Luxury Room combines the
best of opulence, space, and service standards and the ITC One ? our premium room category ?
offers magnificent decor, impeccable service, and the latest in modern conveniences and
amenities. Behind the lavishness is a crisp efficiency and a deep understanding of the needs of
the global traveler. One of the most popular dining destinations in the city, ITC Maurya, New
Delhi additionally offers an assortment of internationally acclaimed cuisine. , From February 22
to March 3, 2009, the pool will be undergoing annual maintenance. Please contact the hotel for
further information.

Details for ITC Maurya, New Delhi:

1200

Check-in Time:

Check-out Time: 1200

Year Built:

Total Floors:

Directions

Downtown

Area

New Delhi

Dining

1977
8

Pavilion-The Coffee ShopThe hotels 24 hours restaurant, and definitely the city's most popular
dining spot. Features the city's finest breakfast, lunch & dinner buffets. BukharaWorld famous
for its North-West Frontier cuisine, Bukhara brings alive the rustic flavors of North-West
Frontier cuisine traditionally prepared in a clay oven(tandoor).Dum Pukht Dumpukht recreates
the 200-year-oldculinary legacy from the kitchens of the Nawabs of Awadh. A tradition of
cooking food over a slow fire in sealed earthenware pots or deghs.West ViewWest View - The
Grill presents the irresistible temptation of contemporary Western cuisine; An extravagant choice
of meats that you can have grilled to your exacting taste, fresh garden produce, breads straight
out of the oven.My Humble HouseMy Humble House is an award winningcontemporary oriental

cuisine restaurant infusing distinct Chinese styles with global touches, to create an experience
both unique and unforgettable.Golf BarA bar dedicated to the challenges of the greens, and those
who have met it,triumphantly. It boasts of a selection of some of the rarest scotch.DublinMarked
for its unique Irish character, the 106-foot long bar with 10 different mood zones has been
acclaimed by ABTA

CHAPTER-4
CONCLUSION

Insuring companies by giving discounts or raising the premium can affect the cost, depending on
the hazardousness of the work place, to the company. This would bring about the identification
of workplace hazards and of solutions on how to remove them. Instead of spending money on
useless safety measures, the employers could decide for themselves how to improve the safety
(and with it the attractiveness) of their workplaces.
Employers would endeavour to get these discounts, while insurance companies, which
differentiate between them could attract good risks. Furthermore, insurance companies could
provide information on the hidden costs of accidents.
1.

Polachet, Solomon W.; Siebert, Stanley: Compensating wage differentials and

heterogeneous human capital, in: The Economics of Earnings. Cambridge University
Press 1993

2.

Smith, Stirling: Occupational Safety and Health in India: an attempt to estimate the real
number of work related deaths. http://www.lsi.org.uk/indiaosh.shtml, November 1999

3.

Takala, Jukka: Global estimates of fatal occupational accidents. International Labour

Organization
http://132.236.108.39:8050/public/english/protection/safework/accidis/globesti.pdf,
Geneva 1998

FINANCIAL PERFORMANCE
Buoyancy in foreign arrivals flowing from smart economic growth enabled the hotels and
tourism industry in India post robust growth in 2003-04. Foreign tourist arrivals grew in 2003 by
15.3% and Foreign Exchange earnings for the country crossed Rs.17,000 crores, representing a
growth of 23.3%. The recovery of the travel and tourism industry in India during 2003 continued
during the first three months of 2004, with foreign tourist inflows growing by 20%. ITCWelcome group, with its world-class hoteliering capability and strong positioning in chosen
consumer segments consolidated its leadership in the locations where present.

Favourable market conditions, together with competitively superior product and service
offerings, enabled your Company earn Gross Income of Rs. 168.72 crores for the year ended 31
st March, 2004, representing a growth of 22% compared to the previous year. Profit before tax
grew substantially to Rs. 27.83 crores (previous year - Rs.1.44 crores). Your Company posted a

Profit after Tax of Rs. 20.16 crores for the year ended 31 st March, 2004 against Rs. 0.57 crores
in the previous year.
During the year under review, your Company earned foreign exchange of Rs. 72.17 crores and
utilized foreign exchange of Rs. 6.50 crores.

In view of the improved results and the positive outlook for the near and the long term, your
Directors are pleased to recommend a dividend of Rs. 2/- (previous year - Nil) per equity share
for the year ended 31st March, 2004.

The ITC-Welcomgroup hotel chain's foreign exchange earnings for the year 2003-2004
amounted to Rs. 265.21 crores comprising Rs. 127.21 crores earned by the hotel properties of
ITC Limited Rs. 72.17 crores earned by the hotels owned and licensed by ITC Hotels Limited
and Rs. 65.83 crores by the other properties of the chain.

INDUSTRY SCENARIO AND HOTEL OPERATIONS

According to a recent report of the World Travel and Tourism Council, India is set to become the
world's second fastest growing travel economy in the coming decade, after Turkey. Similar
outlook is also contained in acclaimed publications like the `Conde Nast Traveller' andthe
`Lonely Planet', which have declared India as one of the world'smost favoured tourist
destinations.

Realising the significance of the Tourism and Hotels sector in contributing to economic growth
and to employment generation and foreign exchange earnings in particular, a number of policy
level initiatives have been announced further to those contained in the Union Budget 2003 and
the Exim policy thereafter. The Government has earmarked Rs. 2,500 crores for setting up
world-class convention centres. Apart from cheaper domestic air travel, an open sky policy for
all ASEAN countries is being contemplated, supplemented with planned outlays towards
upgradation of airport infrastructure. Earnings from incoming tourists is targeted at Rs. 22,000
crores for 2004 - a growth of nearly 30%. Even at these levels, travel and tourism would
constitute barely 2% of India's GDP, well below the world average of 10.7%.

Despite an overall slowdown in investment over the last few years, a recent study indicated that
growth in hotel room supply roughly mirrored the growth in GDP. In line with this trend, even at
conservative GDP growth assumptions, the current room supply of approximately 90,000 rooms
would need to increase to at least 130,000 rooms by 2008 to service growth even at minimum
levels. Your Company has always maintained that the hotels sector represents essential
infrastructure for the growth of tourism, trade and commerce. Prospects of high rates of
economic growth therefore present attractive growth opportunities in the accommodation sector.

Successful execution of your parent company's ambitious investment programme over the last
seven years enabled ITC-Welcomgroup regain its position as the fastest growing premium hotel
chain in the country. The initial objective of completing the ITC-Welcomgroup chain in the
super deluxe segment in all the six key locations has been accomplished. The ITC Grand Central
is slated to open by end 2004. Peaking at a height of 127 meters, this super deluxe hotel will be
one of the tallest hotels in India. Investments also continue to be directed by your Company at
providing enhanced value addition to guests and at keeping properties contemporary through
renovation and refurbishment.

A major source of competitive advantage for ITC-Welcomgroup is the chain's Food and
Beverage excellence expressed through trusted brands enjoying enviable consumer franchise:
Bukhara, Peshawri, DumPukht, Dakshin and PanAsian. Your Company's unwavering
commitment to excellence spanning cuisine, accommodation, safety and security is manifest
across 55 properties in 43 locations. Your Company's superior service and product offering
continue to render your hotels the preferred destination of several world leaders including the
Prime Ministers of Hungary, Brazil, Switzerland and Mauritius, the US Secretary of State Mr.
Colin Powell, Ms. Madelene Albright and Ms.Benazir Bhutto.

The Company also seeks to capture the attractive growth opportunities arising from the increase
in budget travel. Towards this end, your Company supported the growth strategy of its subsidiary
Fortune Park Hotels in adding three Fortune Park hotels in Gurgaon, Chennai and Vijayawada.
These mid-market hotels are expected to commence operations by end of 2004, thereby
enhancing presence in this segment to 1515 rooms across 18 locations.

The service edge of your Company, together with its parent's financialresources and land bank in
future growth markets like Bangalore and Chennai, represent formidable assets that strengthen

your Company's capability in addressing growth challenges. Your Company is therefore well
positioned to sustain leadership in this infrastructure industry, the growth of which is one of the
best indicators of the nation's economic progress.

AWARDS, RECOGNITION AND ACCREDITATIONS

In a tribute to the globally benchmarked standards of operations in the ITC-Welcome group
chain, ITC Hotel Sonar Bangia Sheraton & Towers in Kolkata was declared one of the Best
Hotels of the World by ABTA Travelspirit (Association of British Travel Agents).

The

commitment to consistent high quality standards continues to earn worldwide accolades. The
world famous Bukhara restaurant was once again voted the `Best Indian Eatery' by the
internationally renowned `Restaurant' magazine. Dublin, the Irish pub at ITC Hotel Maurya
Sheraton & Towers in Delhi has been adjudged one of World's best 25 bars by ABTA
Travelspirit.

The Company continues to contribute towards sustainable development through a host of

initiatives in the areas of environment preservation, water and energy conservation and safety.
Eight hotels in the chain are currently accredited with ISO 14001 certification for Environment
Management Systems. ITC Hotel Maurya Sheraton & Towers, New Delhi won the Gold
category Greentech Foundation Safety Award. ITC Hotel Windsor Sheraton & Towers,
Bangalore won the Golden Peacock Environment award for the Year 2003-04. WelcomHotel
Mughal Sheraton and Welcome Hotel Rajputana Palace Sheraton won Greentech Foundation
Environment Awards.
ITC Hotel Grand Maratha Sheraton & Towers, Mumbai won the 5 Star ratingvof the British
Safety Council.

SUBSIDIARY COMPANIES
a) Srinivasa Resorts Limited
During the year 2003-04, ITC Hotel Kakatiya Sheraton and Towers maintained its leadership
position in Hyderabad with a turnover of Rs. 43.16 crores (previous year - Rs. 35.27 crores) and
a profit before tax of Rs. 13.04 crores (previous year - Rs. 7.19 crores). Net profit
stood at Rs. 8.31 crores (previous year - Rs. 3.94 crores) after providing for income tax of Rs.
4.73 crores (previous year - Rs. 3.25 crores).

The Board of Directors of the Company

recommended a dividend of Re. 1.00 per equity share for the year ended 31st March, 2004.

b) Fortune Park Hotels Limited

During the year 2003-04, the Company registered a turnover of Rs. 236.50 lacs (previous year Rs. 149.96 lacs) and a net profit of Rs. 47.19 lacs (previous year - Rs. 15.61 lacs) after providing
for income tax of Rs. 26.37 lacs (previous year - Rs. 9.92 lacs). The Board of Directors of the
Company recommended a dividend of Re. 1.00 per equity share for the year ended 31st March,
2004. The Company, which caters to the mid market segment, manages thirteen operating hotels.
Five more hotels are currently in various stages of development.

c) Bay Islands Hotels Limited

During the year 2003-04, the Company earned an income of Rs. 46.10 lacs (previous year - Rs.
36.73 lacs) and a net profit of Rs. 23.91 lacs (previous year - Rs. 19.50 lacs) after providing for
income tax of Rs. 17.13 lacs (previous year - Rs. 12.18 lacs). The Board of Directors of the
Company recommended a maiden dividend of Rs. 20.00 per equity share of Rs. 10O/- each for
the year ended 31 st March, 2004.

MAHARAJA HERITAGE RESORTS LIMITED

Maharaja Heritage Resorts Limited, a joint venture with Marudhar Hotels Private Limited
currently has 31 properties operating under the Welcome Heritage brand. During the year under
review, the Company has increased its paid-up share capital from Rs.10 lacs to Rs.1.80 crores.

ANSAL HOTELS LIMITED

The Company holds 48% equity in Ansal Hotels Limited which owns the Marriott WelcomHotel
at Saket, New Delhi, managed by your Company under an Operating Services Agreement.
During the year under review, the hotel's income increased by 24% to Rs. 36.76 crores. The
Company is in receipt of approval from the Company Law Board for issuance of equity shares of
Rs. 10/- each at a discount of 35% per share, as fully paid-up to ITC Limited by way of
conversion of ITC's outstanding loan as at 31st May, 2004 amounting to Rs.164.43 crores.
Accordingly, 25,29,65,339 equity shares of Rs. 10/- each will be issued and allotted to ITC
Limited subject to the approval of its members. Consequently, the equity holding of your
Company would reduce to 9% in Ansal Hotels Limited.

HUMAN RESOURCE DEVELOPMENT

The Company continues to invest in the upgradation of the quality of human resource, which
makes the decisive difference in this service industry. ITC-Welcome group's recruitment and
training programmes are recognised as benchmarks in the industry. The Company continued its
focus on quality of life for its employees at all locations, particularly through the creation of
quality accommodation. The housing project at Upper Worli in Mumbai has been completed, and
similar initiatives are in progress at Kolkata, Agra and Jaipur. Industrial Relations throughout the
chain continued to remain cordial.
During the year four Long Term Agreements were successfully concluded with employee unions
at various locations. Your Company's total manpower strength currently stands at 4100.

CONSERVATION OF ENERGY
The thrust on energy conservation continues resulting in substantial savings in the cost of
electrical energy.

SECURITIES
The Company's securities are listed with The Delhi Stock Exchange Association Limited, New
Delhi, The Stock Exchange, Mumbai, The Calcutta Stock Exchange Association Limited,
Kolkata and The National Stock Exchange of India Limited, Mumbai. The Company is regular in
paying the listing fees. The addresses of the said Stock Exchanges are stated elsewhere in this
Annual Report.

DIRECTORS
Mr. S.S.H. Rehman stepped down as Director and Managing Director of the Company on 30th
July, 2003. The Board of Directors at their meeting held on 30th July, 2003 appointed Mr.
Nakul Anand, Executive Director and Chief Operating Officer, as the Managing Director of the
Company for a period of three years effective 30th July, 2003. The Board of Directors at the said
meeting appointed Mr. Rehman as an Additional Non-Executive Director of the Company. By
virtue of the provisions of Section 260 of the Companies Act, 1956 read with Article 130 of the
Articles of Association of the Company, Mr. Rehman will vacate office at the forthcoming
Annual General Meeting. Notice has been received from a Member of the Company under
Section 257 of the Companies Act, 1956 for appointment of Mr. Rehman as Director. Mr. S.S.H.
Rehman has filed his consent to act as Director of the Company, if appointed. Appropriate
resolutions seeking your approval for the appointment of Mr. S.S.H. Rehman and Mr. Nakul
Anand are included in the notice convening the 31st Annual General Meeting of the Company.

The Board of Directors at their meeting held on 14th May, 2004 re-appointed Mr. S.C. Sekhar as
a Wholetime Director of the Company effective 28th March, 2004 for a further period of three
years. An appropriate resolution seeking your approval for the re-appointment of Mr. S.C.
Sekhar is included in the notice convening the 31st Annual General Meeting.

In accordance with the provisions of Article 143 of the Articles of Association of the Company,
M/s. Y.C. Deveshwar, Nakul Anand and S.C. Sekhar will retire by rotation at the forthcoming
Annual General Meeting, and being eligible, offer themselves for re-appointment.

AUDITORS
The Auditors of your Company, Messrs. Lovelock & Lewes, will retire at the forthcoming
Annual General Meeting and being eligible, offer themselves for re-appointment.

OTHER INFORMATION
Particulars of employees required to be disclosed in accordance with the provisions of Section
217(2A) of the Companies Act, 1956 and the certificate of the Auditors, Messrs. Lovelock &
Lewes confirming compliance of conditions of Corporate Governance as stipulated under Clause
49 of the Listing Agreement, are annexed to this Report.
The Audit Committee of the Company reviewed the financial statements for the year under
review at its meeting held on 14th May, 2004 and recommended the same for the approval of the
Board of Directors.